Program Manager I, DSP Delivery Feedback and Insights (DFI)

Are you passionate about making improvements to both internal and external customer experience Do you thrive in a fast-paced dynamic environment Are you looking for a role with high impact and high visibility We are looking for a motivated organized self-starter to join as a Program Manager I on the Delivery Feedback and Insights (DFI) Performance team!



Key job responsibilities
Identify develop manage and execute analyses to uncover areas of opportunity and present written business recommendations.
Manage project schedules with input from program/project teams identifying key milestones.
Drive recommendations and prioritization with input from senior program managers.
Lead collaboration with business and technical teams to deliver solutions that are scalable secure and flexible while maintaining a strong customer focus.
Communicate clearly and concisely (verbal and written) to managers and cross-functional stakeholders on program status and decisions.
Track and report on key delivery performance metrics.
Own track and escalate issues to ensure they are addressed and resolved.
Serve as the primary escalation point for project team members.


A day in the life
In this role the Program Manager will work closely with senior leaders in the Last Mile space as well as key partner organizations (e.g. Operations Customer Service LMAQ WHS) to ensure success. The Program Manager will own performance programs and mechanisms used by internal customers such as Delivery Service Providers (DSPs) and Business Coaches (BCs) with a focus on measuring and improving Delivery Associate (DA) performance.

You will be successful in this role if you 1) have a strong sense of ownership and seek long-term solutions that allow DFI to scale 2) can develop data-based insights and turn them into actionable work-plans and 3) clearly communicate both verbally and in writing to drive buy-in and adoption across a diverse group of stakeholders with competing priorities.

About the team
The Delivery Feedback and Insights (DFI) team part of the broader Delivery Service Partner (DSP) organization maintains the end-to-end pipeline of Delivery Associate (DA) feedback ingesting 1.2M cases annually (globally). DFI investigates and issues infractions based on global standards and regional requirements and the teams goal is to achieve zero delivery complaints and industry-leading delivery standards across all geographies where the DSP Program operates. To achieve that DFI employs rigorous case management standards to produce delivery insights equip DSPs with data-driven tooling to improve DA performance and collect closed-loop feedback to enhance detection capabilities

- Bachelors degree in relevant field
- 1 years of program or project management experience
- Experience in a highly analytical results-oriented environment with cross functional interactions

- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at TN Nashville - 50100.00 - 87600.00 USD annually